User Driven Growth – User experience as a multiplier for your business success

User Driven Growth

User experience – the key to success

Survey

Start UX Survey

Where do you stand according to the UX maturity model? Which steps are relevant for you?

Whitepaper

The UX maturity model

Learn how to develop a future-proof UX strategy here!

The goal

Inspire your customers with Human-Centered Design

Today, more than ever, the user's individual experience when interacting with a digital touchpoint is crucial to the success of any digital product or service. Use human-centred design (HCD) as a multiplier for your business success – through our experienced UX managers and the use of certified HCD processes and methods.

Challenge

80% of companies see a need to catch up in the digital experience of their customers.

The changes imply an expectation of digital interaction that often does not keep pace with the experience.

Customer Journey

Customer Journey

Who exactly are my users?

What characterises my users? What is their customer journey and what are their needs and expectations when they are interacting with my products?
User Stories

User Stories

How can I exceed user expectations?

How can I incorporate these expectations consistently and early on in processes, user stories, concepts and designs to ensure that the end result not only meets user expectations, but exceeds them?
Business Value

Business Value

How do I measure business value?

How do I continuously monitor and measure the business value of UX and permanently increase the satisfaction of my customers with my digital solution – and the business success of my company?
Innovation

Innovation

How can I cultivate a human-centred approach?

How can I continuously incorporate innovations into long-term transformation projects? How do I also strategically manage to establish a human-centred approach like a DNA in my company?
Experience Gap between customer expectation and customer experience

Challenge

There is a gap between customer expectation and customer experience due to lack of understanding of the customer journey and implementation capability.

Critical success factor

What is needed is a complete understanding of customer needs and a customer experience that is aligned with them.

Offering

How to overcome the Experience Gap with our KPS UX Operating Model

The KPS UX Operating Model serves as a link between your customer experience strategy and the optimal user experience of the digital solution. It is the basis of a consulting approach that allows maximum flexibility and individual tailoring of the UX service packages to the maturity level of your company and the project progress of your solution. KPS UX experts can respond to your needs at any time and put together the ideal method and consulting package from the various tracks – remotely, if required.

Would you like, for example, an overarching view of all the interactions a user has to complete using your digital solution? If so, a UX mapping workshop from the Delivery Track is certainly interesting for you. Or would you like to take a look at your company and find out what level of UX maturity you currently have in order to derive a future UX vision? Then we would be happy to introduce you to the KPS UX maturity model and the corresponding application possibilities.

 

Discover

Goals & Motives

Get to know your users & their requirements, goals and motives. Define the product:

  • Context interviews
  • Identify needs & user requirements
  • Personas
  • Customer journey maps
  • Questionnaires
  • KANO analysis
  • Task models
  • Focus groups
  • User Stories
Deliver

Maximise Success

Develop outstanding digital products and inspiring user experience for maximum product success

  • Co-creative workshops
  • Wireframes
  • UX Sprints
  • Storyboards
  • User flows
  • Low and high fidelity prototyping
  • Accessibility
  • Design Systems
  • Card Sorting
  • Visual Design
Validate

Prototypes & Services

Evaluate prototypes, applications and services. Achieve your user and business goals with confidence:

  • Usability Tests
  • Heuristic evaluations,
    e.g. according to ISO 9241-110
  • Cognitive walkthrough
  • Standardised questionnaires,
    e.g. UEQ
  • Customer surveys
Optimise

Products & Services

Optimise products and services sustainably and develop them continuously:

  • A/B testing
  • Definition and measurement of UX-KPIs
  • Conversion optimisation
  • Funnel analysis and optimisation
  • Net Promoter Score
  • Personalisation
UX Strategy

UX Strategy

Develop and implement a future-proof UX strategy for your digital product:

  • UX team development
  • Coaching
  • Training
  • UX maturity assessment
  • Development
  • UX vision creation
  • UX process planning according to ISO 9241-210
Customer Journey

Get to know your users & their requirements, goals and motives. Define the product:

  • Context interviews
  • Identify needs & user requirements
  • Personas
  • Customer journey maps
  • Questionnaires
  • KANO analysis
  • Task models
  • Focus groups
  • User Stories
User Stories

Develop outstanding digital products and inspiring user experience for maximum product success:

  • Co-creative workshops
  • Wireframes
  • UX Sprints
  • Storyboards
  • User flows
  • Low and high fidelity prototyping
  • Accessibility
  • Design Systems
  • Card Sorting
  • Visual Design
Business Value

Evaluate prototypes, applications and services. Achieve your user and business goals with confidence:

  • Usability Tests
  • Heuristic evaluations,
    e.g. according to ISO 9241-110
  • Cognitive walkthrough
  • Standardised questionnaires,
    e.g. UEQ
  • Customer surveys
Innovation

Optimise products and services sustainably and develop them continuously:

  • A/B testing
  • Definition and measurement of UX-KPIs
  • Conversion optimisation
  • Funnel analysis and optimisation
  • Net Promoter Score
  • Personalisation
Innovation

Develop and implement a future-proof UX strategy for your digital product:

  • UX team development
  • Coaching
  • Training
  • UX maturity assessment
  • Development
  • UX vision creation
  • UX process planning according to ISO 9241-210

Success stories

Across all sectors

No matter whether a new electricity contract is to be concluded digitally, a medicine ordered or a vehicle maintenance organised: The UX experts at KPS focus on the end user, their needs, expectations and requirements for an intuitive digital solution across all industries. And the customer cases in which user experience takes place with KPS are just as diverse.

Innogy App

News

"My Innogy" App

Four times awarded as best self-service app: With the "My innogy" app, customers can view and change their contract data, adjust billing rates, check bills, contact the relocation service or report meter readings. Especially when moving house, which is often complicated and involves a lot of correspondence, the app provides support through quick and direct services. In addition, users receive leisure offers as well as practical household and energy-saving tips directly on their smartphone.
Sixt Mobility

News

Sixt Mobility Consulting

In order to offer fleet operators in companies and users of company vehicles an optimised digital user experience, a digital self-service offer was developed for SMC. The app "The Companion" enables employees who use a company vehicle through their company to perform important vehicle-related tasks quickly and easily via smartphone. This includes, for example, insight into contract details and reminders for vehicle-specific service appointments or vehicle reorders.
KPS Instant Personalisation Plattform für Elkjøp

Case Study Elkjøp

KPS Instant Personalisation Plattform für Elkjøp

Omni-Channel-Vertrieb und crossmediale Kommunikation, Customer-Centricity und personalisierte Kundenansprache: Die Verknüpfung der vier strategischen Prinzipien zu einem erfolgreichen Geschäftsmodell ist bei Elkjøp keine Wunschvorstellung, sondern wird gerade Realität. Der größte Elektronik-Einzelhändler Skandinaviens hat auf die Kompetenzen von KPS vertraut, um eine konsistente und kanalübergreifend personalisierte Customer-Journey in den Mittelpunkt seiner digitalen Transformation zu stellen.
Palfinger Lifting Solutions

Customer Journey

Palfinger Lifting Solutions

Development of personas and customer journeys for all Palfinger Lifting Solutions touchpoints.
modility: Online-Buchungsplattform für die Logistik

Case Study modility

Online booking platform Modility

Multimodal transport is the transport model of the future - modern, efficient and sustainable. In order to tap this enormous growth potential on the business side, a new business model was implemented for an innovative, open-supplier and user-friendly booking platform called Modility. This brings together providers and interested parties of transport services in combined transport quickly and easily via an online portal.
Online-Apotheke Zur Rose

Self-Service-App

Online pharmacy Zur Rose

Development of a self-service application tailored to the needs of chronically ill people.
Innogy

My Innogy App

Honoured four times as the best self-service app
Sixt Mobility Consulting

Sixt Mobility Consulting

Digital vehicle fleet management, tailored to the user
KPS Instant Personalisation Platform for Elkjøp

KPS Instant Personalisation Platform for Elkjøp

Excellent user experience through consistent personalisation
Palfinger Lifting Solutions

Palfinger Lifting Solutions

Development of personas and customer journeys for all touchpoints
modility: Online booking platform for logistics

modility: Online booking platform for logistics

User-friendly platform with great business potential
Online Pharmacy Zur Rose

Online Pharmacy Zur Rose

Tailored to the needs of chronically ill people with a custom self-service application
Productivity increased by 20% - 50%

Optimised user experience can boost your entire business, through:

  • improved user performance, resulting in higher efficiency;
  • boosted sales revenue;
  • saved training and support costs;
  • expanded potential market through a design that accommodates a greater diversity of users (accessibility);
  • improved job satisfaction through a sense of control and self-determination;
  • increased data quality from user input and fewer errors;
  • satisfied customers who are happy to come back.

Customer centricity

Users in focus at all times

To develop effective and efficient solutions, we find the balance between your business, technology and design. At all times and in every step, we take into account that the needs and experiences of the users – i.e. your customers – are central.

The overarching view with a common interface of business, technology and design results in the right solution that focuses on all the needs and experiences of your users.

1. Business

Your business goals and requirements, your users and their context of use need special consideration. Together with the requirements of user-friendly design, a great solution could emerge, but it is not feasible without the right technology.
Business + Design

1. Design

The intersection of design and technology leads to a very beautiful solution, but one that will not be profitable enough without considering business alignment.
Design + Technology

1. Technology

The overlap of business and technology can lead to ingenious solutions that are often not used because the application is not user-friendly enough or the product is designed without the user in mind.
Business + Technology

1. Business + Technology + Design

The overarching view with a common interface of business, technology and design results in the right solution that focuses on all the needs and experiences of your users.
Business + Technology + Design

1. Business

Your business goals and requirements, your users and their context of use need special consideration. Together with the requirements of user-friendly design, a great solution could emerge, but it is not feasible without the right technology.
Business + Design

1. Design

The intersection of design and technology leads to a very beautiful solution, but one that will not be profitable enough without considering business alignment.
Design + Technology

1. Technology

The overlap of business and technology can lead to ingenious solutions that are often not used because the application is not user-friendly enough or the product is designed without the user in mind.
Business + Technology

1. Business + Technology + Design

The overarching view with a common interface of business, technology and design results in the right solution that focuses on all the needs and experiences of your users.
Business + Technology + Design
UX User Focus

Certification

UX certifications according to internationally recognised standards

The competence of the UX experts at KPS meets internationally recognised standards at the cutting edge. And demonstrably so! This is proven by various certifications with different focuses, including from the Fraunhofer Institute, the UXQB (International Usability and UX Qualification Board), Scrum.org or the Nielsen Norman Group. This is complemented by our active involvement in trade and professional associations such as the German UPA, where we volunteer in the working groups and on the board.

Professional Scrum

German UPA

Fraunhofer Usability

International Usability and UX Qualification Board

Nielsen Norman Group

bitkom

Individual training programme

Are you interested in an individual training programme?

By the way, UX certifications are also interesting and useful for different stakeholders within your company, not only for UX professionals or designers, but also for people from development, marketing, project or product management – for everyone involved in the development of interactive applications.

Contact us and we will develop an individual training programme for you:

Contact

Let's talk about your users. Or better: with your users!

With currently 12 heads, at least 24 different focal points in addition to the basic UX expertise and a total of around 100 years of experience in the digital industry, the UX team at the Dortmund location is always happy to assist you with consulting approaches, well-founded method set-ups, workshop formats and innovative ideas and concepts. Let us talk about your users – and multiply your business success!

Alisa Ziegenfuß

Alisa Ziegenfuss, Associate Partner

Expert for user experience and requirements engineering, focus on e-commerce
Michael Jendryschik, Senior Manager

Michael Jendryschik, Senior Manager

Expert for human-centred processes and methods, on the board of the German UPA
Hamid Gazestani, Senior Manager

Hamid Gazestani, Senior Manager

Expert for user experience and design, focus on e-commerce and design leadership

Knowledge

FAQ User Experience

Human-centred design is an approach to the development of interactive systems that aims to make systems fit for use and fit for purpose by focusing on users, their needs and requirements. It also takes into account the interests of other stakeholders, even though they may not be users of the system, for example, purchasing decision-makers. Human-centred design increases effectiveness and efficiency, accessibility and sustainability, and improves user satisfaction.
The KPS UX Operating Model is based on the principles of human-centred design as defined in the international standard DIN EN ISO 9241-210. It is based on an explicit understanding of users, goals, tasks, resources and environments. Users are involved throughout the design process, for example in the Discovery Track during requirements analysis or in the Validate Track where design is guided and refined through usability evaluation. The KPS UX Operating Model provides for iterations, which means it can be used until the usage requirements are (demonstrably) met and your business goals are (measurably) achieved.
The term "user experience" was first introduced as early as 1993 by Don Norman during his work at Apple. DIN EN ISO 9241-210 defines user experience as the "perceptions and reactions of a person resulting from the actual and/or expected use of a system, product or service". It is about methods and ways of thinking from different disciplines (including psychology, human-computer interaction, design) that identify human needs and take them into account throughout the process and design, (positively) influence and continuously optimise the user experience.

None - at least not in the long term. UX saves costs.

User research ensures that the focus is on the right functions. Mockups and prototypes that you can discuss with stakeholders and evaluate with users in early project phases reveal many errors that you would otherwise only have noticed in the course of implementation - or perhaps not at all. Changes to concepts and designs can be implemented faster and thus more cost-effectively in early phases than later in the implementation or via bug fixes during operation. Depending on the source, costs increase by a factor of 10 to 100. In addition, support costs decrease when an application works intuitively and runs stably.

And there is another aspect: UX optimises workflows and user interfaces, thus users become more efficient and reach their goals faster. Especially with applications that are used by many users many times a day, e.g. in call centres, optimisations of a few seconds per run quickly add up to several hours and days - with corresponding savings.

"Agile development" refers to a set of principles and methods in software development that are intended to increase transparency and productivity and thus lead to faster deployment of the developed system. To this end, attempts are made to reduce the design phase to a minimum and to arrive at executable software as early as possible in the development process. This seems to contradict the claim of human-centred design to first learn as much as possible about the users and their context of use. The opposite is the case: our discovery methods are efficient and targeted in accordance with "Lean UX" and quickly lead to insights that flow directly into the development of design solutions. This makes it possible to conduct regular usability evaluations with customers and users in order to react flexibly to customer and user feedback and thus increase overall satisfaction on all sides. Agile development processes also support us by enabling iterative design.
Human-centred design puts users at the centre of the development of interactive systems. We conduct user research, develop user profiles, create task analyses and consider contexts of use. Finally, we try to adapt the product design to individual needs in the best possible way. An accessible application is characterised by the fact that all functions and information are accessible to all users with different perceptual abilities. This means, for example, that applications for assistive technologies such as screen readers are prepared according to certain criteria and made machine-readable. The same principle also applies in SEO (Search Engine Optimisation): Websites must be made accessible to the major search engines. Many measures that increase accessibility are also good for search engines and vice versa. Our KPS-UX team works closely with our developers to ensure accessible solutions.
It depends on what exactly is to be measured. We can ask about customer satisfaction, for example by means of individual questionnaires or the Net Promoter Score (NPS), an established metric for measuring customer loyalty and satisfaction. We can measure whether users can interact effectively and efficiently with an application, i.e. whether they reach their goal quickly (for example, in a product search or in a checkout process) or drop out beforehand and where exactly they break off. We developed the KPS Optimisation Framework for this purpose.

The KPS Optimisation Framework is the central part of the Optimize track and is based on the experience of numerous optimisation projects over the last ten years. It describes a process for the sustainable development of a product through continuous experimentation and learning and includes roles, templates, best practices and operational methods to identify, implement and monitor optimisation measures.

The basis is your business goals, from which we define UX KPIs as key metrics. We then identify the routes that influence these KPIs ("conversion funnel"). Using quantitative and qualitative methods (e.g. web analysis, heuristic evaluation, usability tests), we find usability problems within these routes and develop hypotheses on how we can eliminate these problems. The hypotheses are confirmed or refuted with A/B or multivariate testing: Are there qualitative findings and quantifiable effects on the defined KPIs? If we identify a winning variant, it is implemented, monitored and the optimisation process starts again. In this way, the KPS Optimisation Framework continuously improves the user experience, resulting in more sales and more satisfied and loyal customers.

In order to continuously improve the user experience of products and services, every company needs suitable measures to evaluate and increase its UX competence. The KPS UX maturity model can support this.

The assessment of the current UX maturity level of your company takes place in a workshop together with the employees who are responsible for the topic of UX (or should be in the future). In this workshop, a target image (a UX vision) is also formulated; in other words, not only the question of where you currently stand is answered, but also what UX maturity you are aiming for in the short, medium or long term. As a result of the workshop, you will receive a detailed list of your strengths and challenges in terms of UX processes, methods and management. From the delta between the actual and the target picture, we jointly derive a UX strategy with concrete measures and accompany you in an advisory capacity and with pleasure actively on your way.

If required, we can coach or train your UX staff or help you with the qualification of personnel.

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That's why we call it Instant Personalisation.

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